Information Technologies (I.T.) is charged with achieving “solutions that meet or exceed the needs of the city and its citizens.” Fulfilling this support mission can be strengthened by: • Identification and documentation of key functionality criteria that govern how I.T. conducts business • Establishment of appropriate policies, procedures, guidelines, and work rules, where necessary, to ensure that the business functions are carried out correctly, thoroughly, and efficiently. The term ‘governance’ addresses the proper management of internal organizations with the objective of helping to achieve the stated goals of the enterprise. ‘I.T. governance’ takes these concepts one step further down in the hierarchy and applies them to the I.T. organization.